Job Overview
We are seeking a Client Success Manager to help our customers understand, internalise and experience the value of our product/service. The role is accountable for customer retention and the prevention of churn across our customer base.
The Client Success Manager will report to the Head of Customer Success and will support the post-sales customer lifecycle including customer adoption, on-going support, programme optimisation and expansion. You will identify and articulate how our product/services support achievement of the customer’s strategic business goals.
The ideal candidate will have a strong track record of driving and aligning customer success within complex competitive environments. We’d love to hear from you, if you have excellent knowledge of client management and customer service practices.
Job Responsibilities
- Own the post-sales client lifecycle; proactively working closely with clients to ensure satisfaction and address dissatisfaction.
- Develop client relationships that promote retention and loyalty through openness and collaboration; understand the ‘health’ of our clients.
- Demonstrate value of our solutions to the customers.
- Ensure timely and successful delivery of our solutions according to customer needs and objectives.
- Provide complete training, onboarding and support to new and existing customers.
- Obtain customer’s feedback and identifying opportunities for improvement.
- Create best practice policies and procedures to optimise client experience, based on feedback, client data and competitive analysis.
- Manage online and offline help and support channels.
- Collect and document success stories testimonials and use cases from customers.
- Forecast and track key account metrics.
- Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.
- Balance the business priorities of the company and our clients to find creative resolutions to conflicting demands.
Job Requirements
- BA/BS degree or equivalent.
- Working experience in a customer-facing role delivering client-focus solutions based on customer needs.
- Exceptional service-orientation and presentation skills.
- Excellent interpersonal and negotiation skills.
- Exceptional communication and presentation skills.
- Extremely well-organised and analytical with an ability to work well under pressure.
- Creative thinker with the ability to troubleshoot issues quickly and effectively.
- Able to work both autonomously and in a cross-functional team as appropriate.
- Knowledge of Customer Relationship Management (CRM) software, Marketing Automation or Help Desk will be a big plus.
